Customer Service

Customer Service Tips

Our offices are decorated, the warm clothes are out (yes it does get cold in Vegas), and shopping is being done.  We are ready for the holidays.

Our customer service department is full of dedicated and powerful people who strive for excellence. They are your first contact when reaching out to Air-Care whether by phone, fax or email. They are there for you with any questions you might have and will quickly direct you to the right individual if they don’t have the answer themselves. Air-Care and its employees understand that our customers are essential to our business and our customer service makes sure that you feel that way when dealing with us.

Our team: Melanie, April, Ashley, Ana, Sam, TwAnnette, Eddie, Mary and Mike are employees who give their all to Air-Care and its customers. They look forward to a new year and the opportunity to help you in the future.

Overview Air-Care Chemicals

Air Care has a variety of chemicals to help with your air duct cleaning needs. I have listed some of the basics you need to know about the main chemicals we sell for fogging air systems, cleaning coils and vent registers and cleaning electrostatic air filters.

I hope this information will be useful to you. Please feel free to view our price sheet for additional information on these products.

Customer Service Department Update – Special Annoucement

I am pleased to announce the following changes in our Customer Service and Marketing Departments:

maryGina Lewis has been the Customer Service Manager for 7 years since beginning her career with Air-Care.  She has been promoted to the Marketing Department and will be assisting new customers and existing customers with the purchase of equipment and other products.  With the addition of new products in the past few years and more new products to be introduced in the near future, Gina will play a crucial role in the growth of Air-Care and the introduction of these new products to our customers.  She looks forward to working with you in helping you grow and develop your business.

wayneWayne Tracy, our local Service Manager and Training Director, has agreed to take over Gina’s role in the Customer Service Department.  He will continue in his current roles as well as these new responsibilities.  Wayne has over 30 years experience in both the Service and Retail industries taking care of the needs of commercial and residential customers.  He looks forward to the added responsibility and will work closely with Melanie, Sam, Ana & Mary to be sure all of your orders, questions, and concerns are handled in a prompt, courteous and efficient manner.

anaAna Valle has recently joined Air Care in the Customer Service Department.  By now I’m sure many of you have had the pleasure to speak with Ana.  She comes to us with several years experience in the customer service area.  She is bilingual and can communicate clearly in both Spanish and English.  Ana takes great pride in her work and is anxious to work with all of our customers to be sure your experience with Air-Care is all we promise it to be.

Please join me in welcoming and congratulating these employees in their new roles.  Please rest assured these changes are not only for the benefit of Air-Care, but more importantly for the benefit of you, OUR VALUED CUSTOMER.

Free Electrostatic Air Filters – How It Works

Get your FREE filters here!! Get your FREE filters here!! Right now we are offering a special on our Electrostatic Air Filters: “Buy 10, get 2 FREE!! This is the special that everyone waits for so get your order in today!! This is a limited time offer and expires October 31, 2011. *Restrictions apply.

Here’s how it works: All you have to do is login to our online ordering site for Electrostatic Air Filters; order 12 filters in a single order and you will only be billed for 10. It’s that easy.

All custom filters are cut to the exact measurements of the sizes that are entered in the online ordering system. You have to allow for a 1/8” overall manufacturing tolerance on both custom and standard filters. Custom filters cannot be returned, so be sure you are accurate in entering measurements.

All standard size filters are a nominal cut, meaning we undercut 3/8” from the size listed. All standard filters can be returned as long as they are still in the original shrink wrap and have not been used. Standard filters are subject to a 20% restocking fee and return shipping at your expense. You must call prior to returning filters to obtain a return authorization number from our customer service department.

All of our Silver framed 94%, Gold framed 94%, Flex framed 82% and Flex framed 94% Electrostatic air filters will now feature a special black colored Polypropylene making them all UV light resistant. The only filters that are not UV resistant are the Silver framed 82% and the Gold framed 82%.

This is a really great feature since UV lighting has become a popular way to emit powerful ultraviolet light rays which sterilize and reduce airborne microorganisms as they pass through a home heating or air conditioning system. UV light air purifying systems are installed in the main supply or return duct of the home system and operates continuously to automatically purify the air in the home 24 hours a day.

If you have any questions or need any assistance in ordering, please contact our customer service department at 702-454-5515 or 800-322-9919.

*This offer is for customers with contractor pricing only. This offer is not available for customers with Wholesale or Special pricing.

Purpose of Our Two Websites

Updated: Our two sites have now been combined into one.

We have received a few questions lately on the difference between our various websites and what they offer our customers.  The two websites you may use are www.air-care.com and our online contractor price sheet.  They both have different features and different uses.

We set up the ordering system on www.air-care.com as a website that only our customers can access through a secure log in. This is where you go to order all Electrostatic Air Filters, chemicals and a few other products such as solid odor kill, quiet breeze, and UV lights.

Air-Care.com is our main public website and anyone can see information on here about our business and what we offer, but the public does not have access to the ordering area; that is only reserved for our customers.  We assign our customers a login and password at the time we set them up to order online.

Electrostatic air filters must be ordered online or via fax, but equipment, supplies, parts & accessories may be ordered online or via phone.

Air-Care.com is also where we keep a map of contractors that we currently do business with and refer homeowners to this site to locate someone in their area that can do the services for them.

Within the last year or so, we made a decision to save some money, and a few trees, and embraced the Internet by posting our entire product catalog on our online contractor price sheet.  This is not just a site to view products; we took the extra step to make it possible for you to see detailed information about all our products and even order them online. This gives you the ability to order anything online at anytime.

Some products on the site require you to register for the site in order to see the prices. This protects you as the contractor from your potential or past customers seeing how much you paid for items that you re-sell to them.

After you register, we must authorize your account in order for you to gain access to the prices of those specific products you might resell to your customers.  All other prices are visible without the need for registration.

Even if you don’t choose to order items via our online contractor price sheet, it is still useful in helping you see detailed information about our products including pictures. Additionally, there is a very useful search feature that allows you to find products by name, description and/or part number.

We encourage you to take some time and familiarize yourselves with both sites.  You are more than welcome to contact us with any questions or suggestions; input from our customers is always appreciated.

Gina’s Customer Service Update – Online Ordering

Hopefully, most of you have had the chance to try out our new online ordering system by now. It has been in place about a month now so I wanted to hear from you about how much you love it! I hope it has made your ordering experience faster and easier. 

Please keep in mind that there are more features to come such as: more products, address verification, account announcements and monthly specials. We had some of these features on our last online ordering system but do not have them in place as of yet, but know that we are working on it and hope to implement them in the near future. Thank you all for your continued business.

When Technical Issues Arise

How to get your technical issues addressed
by Melanie Sands, Customer Service

Have you ever wondered what to do if something is not working just right with your equipment?  Well, we have an in-house technical support department that is here just for that purpose.

When you call in you will speak to Eddie Rivera, who has been with Air-Care for over 10 years and is very knowledgeable with all the equipment that Air-Care manufactures now and also in the past.

Additionally, Randy has been with us almost 1 year and is becoming an expert at what is needed to repair your equipment. They are here to help you with the best service and technical support possible.

When you call in, Eddie will need the following information: your name, phone number, company name, equipment description, model and serial number, and description of the problem with the equipment.  Please be as detailed as possible with your problem description and try to be near the equipment you are having a problem with when you call for troubleshooting.

We do everything in our power to help you repair the equipment over the phone, saving you the cost of shipping the equipment back to us.  If there is no other option but sending it in, you will be assigned an RMA # (return material authorization), it is very important to reference this number on your shipment to us and when calling in with questions regarding this equipment.

Once we receive your product back, we quickly try and determine the issue and what is needed for repairs. You will be contacted and kept up to date on anything we find.  On average, returns are evaluated, repaired, and reshipped to you within 2-3 business days.

While we hope you do not run into any problems requiring the need of our technical department, we want you to feel confident that we understand those rare instances happen and we are on hand to help you overcome them.

Gina’s Customer Service Update – New Website

Air-Care.com is currently in the process of finishing our facelift. We just recently rolled out a new look for our website as well as a new online ordering system. It is more user-friendly and intuitive and we are very excited about this change.

The new system is quite simple to use so there is basically no learning curve, but we will be providing training to make sure you have everything you need to place an order online. As always, if you have questions, we are just a phone call away.

Air-Care is Going Green

First, Everyone at Air-Care would like to express our gratitude to you and say thanks for choosing Air-Care as your business partner. Today, we are excited to announce that Air-Care is going green, one-step at a time.

Thanks to some recent customer suggestions, we have taken our first major steps towards some new process improvements, which make Air-Care a whole lot more earth-friendly.

Shortly, Air-Care will no longer use the unnecessary plastic shrink-wrap on our electrostatic air filters before we package and ship them out to you. We understand that the shiny stuff (plastic shrink-wrap) looks good when you first open the packaging; however, we have learned it is not so good for our earth so we are going to stop using landfill-filling plastic shrink-wrap whenever possible in our effort toward being a more “green” company.

Drop Shipping Advantages

Many of you take advantage of a couple options that we offer in regards to drop shipping and private label on our Electrostatic Air Filters. For those of you that don’t, here is a little information.

Did you know we will drop ship your filters? You have the option when placing your order to enter your customer’s address information. If you do that, the filter will be shipped directly to your customer, saving you the extra step.  Don’t worry, your customer does not receive anything showing pricing, and the best part about this service is that there are no extra costs. All you pay are the normal freight charges.

You also have the option of having your filters private labeled for a small one-time fee of $50.00 and an additional $0.25 per filter. Currently, all of our filters come with a label on the side that has our Air-Care logo along with type and size information. We also send out a cleaning instruction form that has our Air-Care name. If you choose to become a private label customer, the label will have your name, logo and phone number and all references to Air-Care are removed from the cleaning instruction form.

If you are interested in becoming a private label customer or have any questions in regards to our Electrostatic Air Filters, please contact our customer service department and we will be able to help you.